1. Your Legal Rights

This policy applies to purchases made through the Benett Atelier website.

Nothing in this policy limits statutory rights where goods are faulty, not as described, not of satisfactory quality or otherwise fail to comply with consumer law.

2. Standard Online Purchases

For eligible standard products bought online, you may normally cancel the order without giving a reason by notifying us within 14 days after the day you receive the goods.

After notifying us, you must normally return the goods within a further 14 days.

To cancel, email:

contact@benettatelier.co.uk

Include:

• your name;
• order number;
• product being returned;
• date received;
• clear statement that you wish to cancel.

3. Condition of Returned Products

You may inspect a product as you reasonably would in a shop.

Returned goods should be:

• unworn;
• unused beyond reasonable inspection;
• clean;
• unwashed;
• undamaged;
• free from perfume, smoke, makeup, pet hair and other contamination;
• returned with labels and original packaging where reasonably possible.

We may reduce a refund where handling beyond what was reasonably necessary has reduced the product’s value.

4. Return Delivery Costs

Unless the product is faulty, misdescribed or we have agreed otherwise, the customer is responsible for the direct cost of returning an eligible unwanted product.

We recommend using an appropriately insured and trackable service.

The customer remains responsible for the return until it reaches us.

5. Refund Amount

For a valid cancellation of an eligible standard online purchase, we will refund:

• the price paid for the returned product; and
• the cost of the least expensive standard outbound delivery option offered for the order, where legally required.

Additional amounts paid for premium or express delivery are not necessarily refundable beyond the standard delivery amount.

6. Refund Timing and Method

Refunds will be made without undue delay and normally no later than 14 days after:

• we receive the returned goods; or
• you provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

We will normally refund the original payment method unless otherwise agreed.

7. Products That Cannot Be Returned for Change of Mind

The statutory right to cancel may not apply to goods that are:

• made to your individual measurements;
• created to your personal design specification;
• personalised with names, wording, symbols or individually selected details;
• otherwise clearly made specifically for you and not based only on standard options.

The product page, quotation or order confirmation should make this clear before purchase.

A product is not automatically excluded from cancellation merely because it is described as pre-order or made after an order is placed.

8. Standard-Size Pre-Order Products

Where a pre-order product is made using the standard design, standard sizing and standard options offered to all customers, normal online cancellation rights may still apply.

Please refer to the Pre-Order Terms.

9. Faulty, Damaged or Incorrect Products

Contact us promptly if a product is:

• faulty;
• damaged;
• not as described;
• materially different from what was ordered;
• incorrect.

Please provide:

• the order number;
• description of the issue;
• clear photographs where possible;
• date the problem was discovered.

We may ask you to return the item for inspection.

Where the customer has a legal right to a repair, replacement, price reduction or refund, we will provide the appropriate remedy.

For a valid faulty-item return, we will cover reasonable return costs or provide suitable return instructions.

10. Handmade Characteristics

Minor differences associated with handmade or small-scale production are not necessarily faults.

Examples may include slight variations in:

• stitching;
• fabric pattern placement;
• colour between batches;
• hand-finished details;
• measurements within a reasonable tolerance.

This does not excuse a product that materially fails to match its description or agreed specification.

11. Fit and Measurements

Customers must check the size chart, measurements and product information before ordering.

For standard-size goods, normal legal cancellation rights may apply.

For products made to individual measurements:

• return rights for change of mind may not apply;
• the customer is responsible for providing accurate measurements where measurements are supplied remotely;
• fit problems caused by inaccurate customer-supplied measurements may require paid adjustment.

Where the product does not match measurements properly supplied and agreed, contact us so the matter can be assessed.

12. Doll Clothing

Customers must review the stated doll measurements and compatibility information.

A product is not faulty merely because it does not fit a different doll body, edition or proportion from the one described.

Where we supplied incorrect compatibility information or the item does not match its description, statutory rights remain available.

13. Exchanges

We do not guarantee direct exchanges.

Where an eligible standard product is returned, we may ask the customer to place a new order for the replacement size or product.

Custom and personalised goods cannot normally be exchanged for change of mind.

14. Sale Products

Sale and discounted products have the same statutory rights as full-price products.

A discount does not remove rights where goods are faulty or bought online with an applicable right to cancel.

15. Gift Cards

Any gift card terms will be stated separately when gift cards are introduced.

16. Returns Address

Do not send a product back without first contacting us.

We will provide the correct return address and instructions by email.

The public business or registered office address may not be the appropriate returns address.

17. Refunds for Design Services

Design consultations and services are different from physical goods.

Cancellation rights and any deductions depend on:

• when the service was booked;
• whether you expressly asked us to begin during the cancellation period;
• how much work had already been completed;
• the terms of the written quotation or project agreement.

Where work begins at the customer’s express request during an applicable cancellation period, the customer may be required to pay a proportionate amount for work properly completed before cancellation.

18. Contact

Returns and refund requests should be sent to:

contact@benettatelier.co.uk